Question 1

Who is Columbia Service Partnersâ"¢*?

Accepted Answer

Columbia Service Partners™* offers optional repair and maintenance plans to homeowners. These plans are administered by Oncourse Home Solutions, one of the nation's leading providers of optional protection programs. The plans provide piece of mind for customers by helping protect them from the costs associated with unexpected repairs. Columbia Service Partners™* is not affiliated with Columbia Gas®.

Question 2

What is the Preferred Plumbing Protection Plan?

Accepted Answer

The Preferred Plumbing Protection Plan is an affordable way to protect your home's essential plumbing system. It covers the removal of clogs from your interior drainage system and repairs to leaks or breaks in exposed interior water supply and drain lines, as well as leaking or broken shut-off valves for fixtures or appliances. For a complete list of covered repairs, please refer to our Customer Agreement.

Question 3

What am I responsible for?

Accepted Answer

Standard homeowners insurance often excludes plumbing repairs, leaving you to manage necessary fixes on your own. Enrolling in the Preferred Plumbing Protection Plan provides coverage that standard homeowners insurance policies typically do not include.

Question 4

Why do I need the Preferred Plumbing Protection Plan?

Accepted Answer

If your plumbing system fails or your drain lines clog, you may struggle with essential tasks like washing your hands, showering, doing dishes, flushing the toilet, or doing laundry. Repairs can be expensive, but Columbia Service Partnersâ"¢* covers those unexpected costs. We handle everything from finding a contractor to managing the repair process, ensuring a hassle-free experience.

Question 5

What are your quality standards?

Accepted Answer

Providing high-quality, exceptional service is our priority. We partner with local, insured, independent contractors for your repair needs, and all our work comes with a guarantee. If you have any questions, feel free to reach out.

Question 6

What specifically is covered by the program?

Accepted Answer

The Preferred Plumbing Protection Plan covers exposed interior water supply lines, valves, and drain lines. It also includes the removal of clogs from the home's interior drainage system. There are no deductibles or trip charges for service appointments, and repairs are conducted by vetted, experienced local providers.

Question 7

When does coverage begin?

Accepted Answer

Your enrollment begins the day Oncourse processes your enrollment, which is the enrollment date on your welcome letter. Your protection and ability to make a claim begin 30 days after the enrollment date. The first year of coverage includes a 30-day waiting period and 11 months of coverage.

Question 8

What is my coverage limit?

Accepted Answer

The Preferred Plumbing Protection Plan includes up to $2,700 per year for covered repairs, including parts and labor for leaks or breaks in exposed interior water supply and drain lines, as well as clearing clogged drains in sinks, toilets, tubs, or showers.

Question 9

How can I cancel my protection?

Accepted Answer

If you decide you no longer want to maintain your protection with us, you can call 855-800-5195 any time, day or night, and select the option to cancel your protection. When you are connected to one of our agents, tell them that you wish to cancel your protection. The agent will ask you some questions to verify your account information and will be able to assist you with the cancellation. Through your online account: There a few simple steps to follow if cancelling your protection online: Visit csp.oncourse.com and log into your online account. (If you do not have an online account, you can register for one.) After logging in, click on the "Properties" tab near the top of the page. You'll see your "My Properties" window and its list of your properties and programs. Click on the "Cancel Enrollment" link for the program you wish to cancel, confirm your request on the window that pops up, fill out the "Contact us" form that appears, and submit the form.

Question 10

Will I get any money back when I cancel my protection?

Accepted Answer

If you cancel your protection within the first 30 days after your new program enrollment was processed, you will be entitled to a full refund of all program fees you have paid. This refund will be issued within 30 days of cancellation. For all other customers: If you are paying monthly for your protection, your program cancellation will take effect at the end of your monthly billing cycle and you will not receive money back. Protection under your contract will continue through the end of your monthly billing cycle, regardless of when you cancel within the cycle. If you are paying annually for your protection, your program cancellation will take effect at the end of the current billing month within your annual term, and you will receive a refund for the remainder of your annual term. Your refund will be credited to the same payment method you used to make your annual payment.

Question 11

I pay my protection charges on my utility bill. How do I stop those charges?

Accepted Answer

If you pay your Columbia Service Partners charges through your utility company's monthly bill and wish to cancel your protection, let us know of your cancellation request by phone or in your online account with us (see specifics above). Once we process your cancellation request, we will notify your utility company that we are no longer requesting payment from them for your cancelled protection. Depending on how Columbia Service Partners and your utility company's billing cycles align and whether your utility company bills for services after they are provided, a charge may still appear on your next one to two utility bills. Rest assured that once we have processed your cancellation request, we will not ask your utility for any additional payments for your protection, and you will only be charged for months you received protection. Note: If you close your utility account, or if you do not pay your utility bill in full each month, your coverage with us may be canceled as a result.

Question 12

Can I still make a claim after I've cancelled my protection?

Accepted Answer

After your protection cancellation request is processed, the cancellation will take effect at the end of your current monthly Columbia Service Partners billing cycle. Until that date, your protection will remain active and you will be eligible to make a claim if needed.

Question 13

If I cancel my protection, can I get it back if I want to?

Accepted Answer

Yes. If you change your mind and want to re-enroll in protection, just let us know. Depending on your selected program(s), you may need to wait 30 days for your new protection to become effective, and pre-existing conditions are not covered.

Question 14

I received a request to renew by mail or email. What should I do?

Accepted Answer

If you do not have an automatic payment method on file, or if your account is not set to automatically renew, you may receive a notice requesting you to renew your coverage for another year. Please respond to your notice to renew your coverage. Not responding will result in your coverage being canceled.

Question 15

Why did I receive a notification for a failed payment?

Accepted Answer

If you received a piece of mail, email, or postcard indicating you had a failed payment, it is because we were unable to successfully process your payment using the method we have on file. To avoid a lapse in your coverage, please contact us and set up another payment method.

Preferred Plumbing Protection

FAQs

Homeowners Insurance vs. Home Protection Plans

What Do Home Protection Plans Cover?